At a Glance
- Tasks: Lead innovative text analytics and social solutions for top global brands.
- Company: Join Medallia, a pioneer in Experience Management with a vibrant culture.
- Benefits: Competitive salary, diverse team, and opportunities for career growth.
- Other info: Diverse workplace committed to inclusion and equal opportunity.
- Why this job: Make a real impact by enhancing customer experiences with cutting-edge technology.
- Qualifications: 4 years in customer relationship management and strong analytical skills required.
The predicted salary is between 49500 - 60500 £ per year.
Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the management of experiences, insights, and actions for candidates, customers, employees, patients, and residents alike.
We believe that every experience is a memory that can last a lifetime. Experiences shape the way people feel about a company and greatly influence how likely people are to advocate, contribute, and stay. At Medallia, we are committed to creating a world where organizations are loved by their customers and their employees.
The Text Analytics, Speech & Social team implements and manages the Medallia TA, speech and social platform for leading global companies across various industries. As a member of the team, you will work with senior decision makers at admired brands on a mission-critical task — helping companies improve in the eyes of their ultimate judges: customers.
You will own and oversee the design of Medallia's text analytics, speech and social solutions including systems integrations to bring in various types of text data. You will support the ongoing development and success of Medallia's client platforms and will be responsible for the health of a portfolio of programs. You will also provide leadership and mentoring to members of the Client Services teams.
Responsibilities:
- Lead text analytics, speech and social implementations and program enhancements
- Own and manage multi-level client stakeholder relationships, including cross-functional touchpoints
- Design, develop, plan and execute strategic program roadmaps for clients that drive optimum value
- Develop and manage project plans while driving the internal coordination and execution of tasks across teams
- Develop text analytics, speech and social expertise and act as primary Subject Matter Expert (SME) for project team members
- Assist in the development of best practices and tool kits
- Provide constructive product feedback to Medallia Product Management
Qualifications:
- Minimum Qualifications:
- 4 years of experience in customer relationship management, strategic program management, consulting, sales/business development, account management, and/or project management in a business-to-business environment.
- 2 years experience in fostering customer happiness and retention via relationship management at multiple levels of a clients' organization.
- Education: BA/BS, with evidence of technical experience or equivalent relevant experience.
- Preferred Qualifications:
- Experience directly working in one of the following industries: Software, Hospitality, Financial Services, Automotive, B2B, and/or Retail.
- Advanced degree, PMP certification
- Background in linguistics or a language-related field
- Experience with JavaScript, XML, and/or RegEx a plus
- Excellent problem solving, decision-making, and analytical skills
- Strong written and oral communication skills
- Ability to handle tasks requiring a keen sense of attention to detail
- Passion for constant improvement
- Proven track record of meeting and exceeding goals and deadlines
- Ability to work both independently and in a tight-knit team
At Medallia, we celebrate diversity and recognise the value it brings to our customers and employees. Medallia is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, race, colour, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law.
Implementation Consultant employer: Medallia
Medallia is an exceptional employer that champions a culture of inclusivity and innovation, making it an ideal place for the Emerging Enterprise Account Executive role. With a commitment to employee growth and a focus on creating extraordinary experiences, Medallia offers robust career development opportunities and a collaborative work environment. Located in a vibrant area, employees benefit from a dynamic atmosphere that fosters creativity and connection, ensuring that every team member can thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Implementation Consultant
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Medallia. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Medallia before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Implementation Consultant
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Medallia:Your cover letter is your chance to shine! Tell us why you want to work at Medallia specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Medallia!
How to prepare for a job interview at Medallia
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
